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New Member
Posts: 2
Registered: ‎03-14-2017

False Advertisement

 I am Very Unhappy. This week in the ad 2 Disney Dvds, were being advertised Mulan 2 Movie Collection (blu ray/Digital HD) SKU: 5711478 and Pocahontas 2 Movie Collection (Blu ray/Digital HD) SKU: 5711480, for $14.99, each. I went to my nearest Best Buy and had to go see 3 different people to find out that these items are not located in the store. I was told I can do an in-store order. I asked if I can pay now because I wanted to pay in Cash. I was told I could, but I had to go home to place the order and put my cash on a gift card if I didn’t want to use a credit card. I have never been told to go home to do an in-store order and these 2 items are no where within 250 miles of my location. This is false advertisement, and your people on the phone can't seem to help me either. I called Customer Support about 20 minutes ago and the person I was talking too couldn’t seem to understand anything. I kept asking for a Supervisor, and the Operator kept going silent and only understood, that I couldn’t place an order. 
 
I have never had this much trouble before, the location near me is located at 6300 Grand View Pkwy Davenport, FL 33837. 
 
You need to get these people trained and not tell Customers to go see 3 (or more) people for assistance.
 
No I haven’t placed an order for these items, I posted on the FB page and was told they were probably sold out for being a popular item. I was there on Sunday probably 2 hours after they opened, so I find that highly unlikely
 
Correct me if I am wrong but arent Associates supposed to do in-store orders not tell the customer to go home and do it.
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Posts: 2,564
Kudos: 143
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Registered: ‎12-30-2010

Re: False Advertisement

I don't have access to a printed advertisement, but the online ad only gives me the option to order this online. When I pull it up, it states it is not available for store pickup and is not available in any store (I'm 12 miles from the corporate offices and have a dozen stores in the metro area) in the state.

While advertised, I'm guessing the small print in the advert probably states that some products are available only online. The advert isn't stating everything advertised is available in the stores, but rather what is on sale or is being advertised in hopes people will make purchases (did you know that not everything listed in a weekly ad is on sale for less than regular price? This is a common practice in grocery store ads.).

You are correct though. A store associate should have been able to take your cash, turn it into a gift card, then hopped onto a computer accessing the online store and ordered it for you to be shipped to you at your home (since store pickup is not available, they probably can't have it shipped to the store). Sure, if means the associate would have had to be courteous to you and spent more than 5 minutes with you, but if they had something else going on (like a break, or the end of their shift, they should have found an associate to help you out while you were in the store. Telling you to go home and order it yourself is inexcusable.

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Before posting I try to research everything first or use my own experiences. I do not now nor have I ever worked for Best Buy. After a year and a half hiatus, I'm back working for the competition.
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New Member
Posts: 2
Registered: ‎03-14-2017

Re: False Advertisement

The Associate told me they can do an in-store order, and said I could pay now. Then told me, I had to do the in-store order online at home and if I wanted to pay cash to put it on a gift card. The Associate basically said one thing and then another

 

I only have access to the online ad as well and it said i can do an in-store order.

If the product is only available online then there needs to be another section in the ad that says ONLINE ONLY. This person had nothing else going on, but she did seemed annoyed when I was told to go see her.

 

The first Associate I asked was busy and told me to go to the cashier in front. The Cashier sent me over to the Customer Service Counter. The Store had only been open for a couple of hours

 

I have always had good service and help with best buy. I just moved to the area and the one closest to me is a bit of inconvience for me to go to, To be honest I haven't bought any DVDs from them in quiet sometime because Target has actually been a few dollars cheaper.

 

The Facebook page told me due to the items being popular, that they sold out quickly (a typical generic answer)

Posts: 3,298
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Blog Posts: 11
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Registered: ‎07-27-2015

Re: False Advertisement

Hello Ilana –

 

Welcome to our forums, and thanks for posting. I’m disappointed after reading about your experience at our Davenport location, but thank you for taking the time to share it with us. Clearly your experience at the store and with the sale could have and should have been much better, and I sincerely apologize for the frustration and disappointment this experience has caused.

 

That said I mirror Walrus’s comments and explanation. While at the store the associate should have been able to assist you with purchasing a gift card for cash, then be able to create a ship-to-home order on your behalf at the store, so I’m not sure why they would have directed you home first. If you’re still interested in ordering the films you mentioned I recommend returning to the store and seeking assistance at either the customer service or store pickup counter, where an associate should be able to get an order placed for you

 

Again I do apologize for this poor experience, and will be recording your comments and complaints here at our Corporate Offices. However if you have any further questions or concerns please don’t hesitate to post again.

 

Best Wishes,

Michael|Social Media Specialist | Best Buy® Corporate
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